Ramsurat Patel

Experience

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  Atos IT Solutions and Services A/S

  Jul 2013 - Sept 2021

  Process Consultant/Major Incident Manager

  Worked as a Major Incident Manager with overall 8 years of experience in ITSM.Handling team, Doing Onboarding & Offboarding, training new joiners with product and process, Conducting DSEP trainings, preparing and updating shift rosters/ocd rosters.Doing situation management and managing high priority incidents P1/P2 24*7 to ensure resolution within SLA.Chair teleconferences meeting to ensure correct interactions with support groups to aid fast and efficient investigations on high priority incidents.Ensuring escalation towards technical teams and their SDMs/TSMs for immediate resolution.Ensure an Action Plan/Back-up plan is created for the restoration of incidents within SLA.Capturing Event Chronologies, sending communications/notifications/timely updates to management and support groups for major incidents as required. This was provided by pre-approved methods (comet tool, email, SMS, and phone)Responsible for the complete process adherence and handling of incidents according to SLAs.Ensure SLA for Response & Resolution times for all Incidents are achieved. After incidents, issue a major outage report for all P1 and P2 incidents to problem management team for RCA.Leading a weekly Jour Fix call with Technical teams to highlight any pain areas. Accountable for driving the Daily Operation and Production Meeting (OPOM)Preparing the quality checks report and doing incidents trend analysis.Handling complaints/Re-open incidents from customer.Handling remedy templates (Creations/Deletion/Modification).Supports Incident Management reporting (KPIs and SLAs).Providing supports to rollout team during any rollout/patching activities.Identifying new areas of improvement and implementing for smooth and efficient process.Preparing/updating process document as an when required.Providing additional support to Problem Management Process Show less

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  Capgemini

  Sept 2021 - Feb 2023

  Incident & Knowledge Manager (SIAM) Role

  Lead Incident Manager:Working as a Lead Incident Manager and doing end-to-end situation management for all critical incidents.Acting as a Service Integrator with multiple suppliers for performing end to end resolution of the critical issues.Conducting backlogs meeting with suppliers to address aged incidents for resolution.Driving incidents taskforce call for resolution of the issue with suppliers where ownership is missing.Sending SDIS communication to customer and stakeholders informing about the progress of the issue for critical incidents.Following escalation process to ensure incident resolution are met as per defined process.Preparing shift rosters, approving leaves, approving shift allowance and timecard for team members.Knowledge Manager:Responsible for end-to-end Knowledge Management Process and working as Service Integrator for various Suppliers.Responsible to approve knowledge base articles and get them published after performing the quality checks.Preparing and Maintaining Knowledge Management Process Documents.Conducting trainings with Suppliers to educate on Knowledge Management Process.Creating, deleting, retiring knowledge base articles from Service Management tool (Snow).Conducting Weekly, Bi-Weekly & Monthly meetings with Suppliers to discuss on operations topics pertaining to Knowledge Bases.Chairing the Knowledge management governance council meeting to enforce KM process, discuss issues and concerns & to discuss KM dashboard.Following escalation process to escalate in case things are not going in right directions.Identifying gaps and working on improvement areas for smooth and efficient KM process.Supporting for KM Audit whenever conducted by Auditors. Show less

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  Hexaware Technologies

  Feb 2023 - May 2024

  Technical Specialist
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  YES BANK

  May 2024 - now

  Assistant Vice President